WebView Hung - java.lang.OutOfMemoryError [Cisco Unified Intelligent Contact Management Enterprise]

Document ID: 42262

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Identify the Problem
Resolution
Related Information

Introduction

This document discusses how to determine whether a hung WebView session is the result of insufficient memory allocated to ServletExec (MaxHeapSize). It also describes how to increase the maximum heap size in the Java Virtual Machine (JVM) settings. The heap is where the memory block resides.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

Microsoft Windows environment
Cisco Intelligent Contact Management (ICM)
Cisco WebView
New Atlanta ServletExec
Modification of property files with the use of a text editor

Components Used

The information in this document is based on these software and hardware versions:

Cisco ICM 4.6.2 and later
New Atlanta ServletExec 2.2 and later

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to the Cisco Technical Tips Conventions for more information on document conventions.

Identify the Problem

In the event of a "hung" WebView session, review of the ServletExec logs indicates whether the failure is ServletExec related or not. The name of the log is Servlet.log. By default, this log resides within the c:\Program Files\New Atlanta\ServletExec ISAPI\Servlet Logs directory.

If the ServletExec log reveals a constant java.lang.OutOfMemoryError message, this is a good indication that insufficient memory is allocated to ServletExec, which causes the WebView session to become unresponsive.

[Wed Nov 27 07:35:33 PST 2002] JSP10Servlet: error page 
  could not be sent because some data
[Wed Nov 27 07:35:33 PST 2002] JSP10Servlet: has already been 
  sent to the client.
[Wed Nov 27 07:35:33 PST 2002] java.lang.OutOfMemoryError
[Wed Nov 27 07:35:33 PST 2002] 	<<no stack trace available>>
[Wed Nov 27 07:42:20 PST 2002] JSP10Servlet: error page 
  could not be sent because some data
[Wed Nov 27 07:42:20 PST 2002] JSP10Servlet: has already been 
  sent to the client.
[Wed Nov 27 07:42:20 PST 2002] java.lang.OutOfMemoryError
[Wed Nov 27 07:42:20 PST 2002] 	<<no stack trace available>>
[Wed Nov 27 08:08:07 PST 2002] JSP10Servlet: error page 
  could not be sent because some data
[Wed Nov 27 08:08:07 PST 2002] JSP10Servlet: has already been 
  sent to the client.
[Wed Nov 27 08:08:07 PST 2002] java.lang.OutOfMemoryError
[Wed Nov 27 08:08:07 PST 2002] 	<<no stack trace available>>
[Wed Nov 27 08:16:30 PST 2002] JSP10Servlet: error page could 
  not be sent because some data
[Wed Nov 27 08:16:30 PST 2002] JSP10Servlet: has already been 
  sent to the client.
[Wed Nov 27 08:16:30 PST 2002] java.lang.OutOfMemoryError
[Wed Nov 27 08:16:30 PST 2002] 	<<no stack trace available>>
[Wed Nov 27 08:16:40 PST 2002] JSP10Servlet: error page could 
  not be sent because some data
[Wed Nov 27 08:16:40 PST 2002] JSP10Servlet: has already been 
  sent to the client.
[Wed Nov 27 08:16:40 PST 2002] java.lang.OutOfMemoryError
[Wed Nov 27 08:16:40 PST 2002] 	<<no stack trace available>>
[Wed Nov 27 08:27:41 PST 2002] Calling getuser
[Wed Nov 27 08:36:25 PST 2002] JSP10Servlet: error page could 
  not be sent because some data
[Wed Nov 27 08:36:25 PST 2002] JSP10Servlet: has already been 
  sent to the client.
[Wed Nov 27 08:36:25 PST 2002] java.lang.OutOfMemoryError
[Wed Nov 27 08:36:25 PST 2002] 	<<no stack trace available>>

Note: This value is displayed over two lines due to space limitations.

Resolution

After the detection of heap size is the issue, modify the maxHeapSize setting in VMSettings.pref in order to increase the heap size. Figure 1 shows an example.

Figure 1: VMSettings.pref

The unit for maxHeapSize is in kilobytes. VMSettings.pref is within the c:\Program Files\New Atlanta\ServletExec ISAPI\ServletExec Data\ directory. You can change the maxHeapSize setting in a text editor. The limit is the available memory in the computer.

If You Run Microsoft Windows 2000

After you change the maxHeapSize setting, you must cycle the IIS Admin services. Complete these steps in order to cycle Microsoft IIS Admin Service if you run Microsoft Windows 2000:

Select Start > Programs > Administrative Tools > Services > Microsoft Windows 2000.
Figure 2: Services

Locate IIS Admin Service.

Right-click IIS Admin Service.

Click Stop in order to stop the IIS Admin Service.
Figure 3: Stop Other Services

The Stop Other Service window appears, as Figure 3 shows.
Click Yes.
Once the IIS Admin Service stops, click Start in order to start the IIS Admin Service.
Start all other services as Figure 3 shows.

If You Run Microsoft Windows NT

After you change the maxHeapSize setting, it is required to cycle the IIS Admin services. Complete these steps in order to cycle IIS Admin Service if you run Microsoft Windows NT.